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Client Success Director

Company: Oracle
Location: Lombard
Posted on: September 12, 2020

Job Description:

Drive maximum adoption of Oracle solution and identify/drive product expansion opportunities via high value relationship with the client.

Drive operational performance goals and will be responsible for achieving quarterly targets in terms of renewal rates to maximize revenue and minimize cancellations. Build team, improve internal processes and systems to achieve operational performance that meets or exceeds goals. Establish and measure group goals and team performance against specific target objectives. Participate in strategic and tactical planning for the division. Builds on going customer relationships to drive renewals, maximize timely renewals and up sell to the client. Owns resolution of client issues acting independently. Plans regional coverage and staffing models. Interfaces with virtual team to accomplish goals.

Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met. Prefer 12 years of professional experience with at least 5 years People Manager experience as well as P&L responsibility for at least 3 years. Successful track record in information systems implementation of client experience management or related experience. Experience managing high level client relationships and escalations.

Oracle is an Affirmative Action-Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veterans status, age, or any other characteristic protected by law.

NAA Customer Success Subject Matter Expert Detailed Description and Job Requirements

Improve internal processes and systems to achieve operational performance that meets or exceeds goals.

Participates and provides input in Strategic/Tactical planning for the division.

Assists with resolution of client issues that impact customer/product derived value. Interfaces with virtual team to accomplish goals.

Assists in the development of short, medium, and long-term plans to achieve strategic objectives of the NAA Customer Success Team.

Regularly interacts across functional areas to assist with unit objectives.

Prefer 10 years of client value focused experience

Successful track record in information systems implementation of client experience management or related experience.

Experience in client relationships and escalations.

Drive maximum adoption of Oracle s NAA Customer Success Processes and CSM skills and knowledge.

Develop long term partnership with Oracle Product Development, Product Management, Oracle Consulting and Oracle Partner Management to ensure NAA Customer Success processes and content remain up to date and available to CSM teams.

Develop, update and curate training materials for area of subject matter expertise.

Assigned side projects designed to move the client success organization forward.

Required to act as mentor to new and existing CSMs.

Provide leadership and expertise in development of tools, processes and activities performed by the CSM group.

Recommended 10 to 12 years of professional Information Systems implementation experience. Demonstrated experience in implementation or client facing relationship experience.

Understanding of various technical architectures and operating systems.

USA Cares exists to help bear the burdens of service by providing post-9/11 military families with financial and advocacy support in their time of need.

USA Cares is a national 501(c)(3) non-profit, charitable organization based in Kentucky and registered with the IRS.

Keywords: Oracle, Lombard , Client Success Director, Other , Lombard, Illinois

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